Refund policy

You are eligible to return your item(s) within 14 days of receiving your order for a refund. You must notify us of a return within 7 days of receiving your parcel by emailing us to: henlo@cookieandchewkie.com. 

Please ensure to include a note in your return clearly stating:
- Your name
- Order number 
- Email address used to place your order

Please allow us up to 3 working days to reply to your email and confirm your return. You must ship your returned item(s) within 7 days from the date of our confirmation of return. You’re responsible to pay for the return postage unless the reason for return is due to a faulty/damaged product. We strongly recommend that you use a trackable shipping service and keep the tracking numbers until you receive a confirmation of refund. We do not accept any responsibility for item(s) damaged or lost in transit.

The item(s) must be returned in the original condition with tags attached. We cannot accept items where the tags have been removed under any circumstances. Returns made after the allowed timeframe, or in imperfect conditions such as worn/marked/without tags will not be accepted, and you will need to arrange the collection of your returned goods from us at your own cost. Goods must be returned in unused, perfect condition and they remain in a re-saleable condition so if your pet needs to try on an item, we strongly recommend trying it on a clean pet and only indoors with great care. We regret that we cannot accept returns for goods that are not in perfect condition. 

Please allow us 7 days to process your return. Once we have received your returned item(s), we will inspect them and email you to notify if the refund has been approved or rejected. If you have not heard from us after 7 days, please email us again with your order name and number. Once the refund had been processed, your credit will be refunded back into your original payment method. The original shipping cost will not be refunded. Please allow 7 to 10 working days to receive your refund.

Please note that we DO NOT accept returns for personalised products, pre-ordered products, made-to-order products and sale items.